Verint® (NASDAQ: VRNT), The CX Automation Company™, today announced that Volaris, Mexico’s largest airline, achieved breakthrough success in customer care with Verint AI-powered bots. With these bots, Volaris increased agent capacity, responded to customer needs with high accuracy and handled three times the number of calls with the same number of agents.
Volaris moved its customer service to primarily digital channels, including messaging platforms and social media. Eighty-five percent of Volaris digital customer interactions are handled immediately by automated Verint bots, including complex use cases such as check in. The remaining queries are managed by agents capable of handling four to five conversations simultaneously. Digital interactions can also be paused, meaning customers don’t have to be transferred, repeat their inquiry or get cut off.
This project achieved 70% lower cost per interaction in Volaris’s contact center by using Verint bots to accelerate CX Automation. After successfully moving its service to digital channels, Volaris also increased sales by helping customers build travel itineraries, find promotions and purchase ancillary products. Now the customer service unit is sustained by the extra revenue it generates at no additional cost to the airline.
“Given our high and growing volume of customer interactions, controlling service costs was critical, and we were also looking to elevate the customer experience,” said Volaris’s Digital & Marketing Director, Daniel Gelemovich. “Our use of Verint bots to automatically respond to customer questions, complete tasks and drive sales has been a game changer, enabling us to achieve multiple, significant business outcomes.”
“With Verint’s AI-powered bots and CX Automation, Volaris has realized tangible, meaningful value from its AI investments,” said Verint’s Chief Marketing Officer, Anna Convery. “Volaris is simultaneously improving service and making strategic moves to keep costs low for its customers.”
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